Category: 91福利社
Date: 02.11.2004
Printable version
The 91福利社 is on track for improving the way complaints are handled at
the Corporation, Director-General Mark Thompson said today, introducing
the findings of the Programme Complaints Unit (PCU) for the period 1
July to 30 September 2004. 听
A new complaints procedure, announced earlier this year, will come
into operation by early 2005.
In this quarter the PCU dealt with a total of 284 complaints concerning
191 items.听
In all 49 complaints were upheld (seven of them partly) - 17.5% of
the total number of complaints received. 听
Of the items investigated, complaints were upheld against 37 items
- 19.5% of the total number of complaints received.听
The complaints upheld (by category of complaint) involved:听
Matters of fairness and accuracy:
Innovation Nation (91福利社 ONE), Six O'Clock News (91福利社 ONE), The World
At One (Radio 4), Britain Goes Wild With Bill Oddie (91福利社 TWO), Pick
Of The Week (Radio 4), Sarah Kennedy (Radio 2), South East Today (91福利社
ONE), You and Yours (Radio 4), Ten O'Clock News (91福利社 ONE), Top Gear
(91福利社 TWO), Watching The Detectives (91福利社 ONE), Thought For The Day (Radio
4), EastEnders (91福利社 ONE), North West Tonight (91福利社 ONE), In The Know
(91福利社 ONE), Richard Reynolds (91福利社 Southern Counties Radio). 听
Matters of taste and standards:
Dick and Dom in Da Bungalow (91福利社 ONE), Breakfast with Frost (91福利社 ONE),
91福利社 News 24 coverage of Glastonbury 2004, Grandstand (91福利社 ONE), trails
for Messiah (91福利社 ONE), Glastonbury 2004 (91福利社 THREE), Never Mind The
Buzzcocks (91福利社 TWO), North East News (91福利社 ONE), Traffic Cops (91福利社 ONE),
Royal Ascot (91福利社 TWO), Adrian Goldberg's Breakfast Show (91福利社 Radio WM),
Top Gear (91福利社 TWO), Spoony (Radio 1), Midday News (Radio Five Live),
Today (Radio 4), Xchange (C91福利社), Julian Worricker (Radio Five Live).
The PCU report contains summaries of the findings in those cases.
听 听
Notes to Editors 听
The bulletin can be found at bbc.co.uk/info.
The 91福利社 has announced new streamlined procedures to make complaints.
Those procedures are now in the process of being rolled out.
Under the reforms, the Programme Complaints Unit will change its name
to the Editorial Complaints Unit and will become the first level of
appeal rather than the initial point of contact for serious complaints.
听
The principle that it investigates complaints impartially and independently
of the interests of the programme makers will remain, and will be strengthened.
听
Under the current system the Head of the Unit needs the agreement
of the programme-making or output department before finalising any decision
to uphold a complaint, but under the new system the Unit's decision
will be binding.
In the meantime the Programme Complaints Unit will continue to investigate
complaints and publish its quarterly bulletin.听
The PCU deals with letters of complaint which give reason to believe
that something broadcast by the 91福利社's licence fee-funded services may
have fallen seriously short of the standards set out in the 91福利社 Producers'
Guidelines. 听
Complaints about other matters, such as policy, changes to the published
schedule, technical standards or questions of personal preference, are
forwarded to the appropriate areas of the 91福利社 for attention. 听
The unit is commissioned to investigate complaints impartially and
to recommend appropriate redress.
Generally this involves viewing or listening to a recording of the
material and pursuing the complainants' points with the programme-makers
and editorial executives directly responsible. 听
